Summary
Work History
Education
Skills
References
Languages
Timeline
CustomerServiceRepresentative
Louis Gershon

Louis Gershon

Scotia,NY

Summary

Seeking a position to utilize my current skill set with opportunity for professional growth. Inbound Sales Representative talented at managing high workloads with efficient and quality-driven mindset. Determines needs and overcomes objections with practiced skill.

Work History

Residential Inbound Sales Agent

Spectrum (Charter Co.)
01.2021 - Current
  • Made inbound and outbound sales.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Educated customers about product terminology, features, and benefits to improve sales and customer satisfaction.
  • Maintained organized and secure customer files to facilitate customer support and follow-up.
  • Incorporated cross-selling, up-selling and add-ons and offered promotional items to increase sales.
  • Furnished accurate product information and shipping instructions and offered alternatives for out-of-stock items to support customer buying decisions.
  • Memorized scripts to achieve easy conversational flow in interactions with potential customers.
  • Overcame objections using friendly, persuasive strategies.
  • Opened new accounts and documented personal, demographic, and payment information in system.

Call Center Representative

NY State of Health (Maximus)
07.2019 - 04.2020
  • Determined eligibility for state sponsored health insurance like Medicaid, Essential Plan, and metal level paid insurance
  • Conducted all interviews over the phone and processed insurance enrollments on the computer
  • Maintained highest levels of customer service and adhered to the strictest confidentiality practices to ensure client privacy.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Front Desk Manager

Days Inn
01.2018 - 06.2019
  • Assist guests with the check-in/check-out process
  • Resolve customer issues and complaints
  • Assist customers in all inquiries in connection with hotel services and reservations
  • Liaison to Dept
  • Of Social Services for placement and reimbursement.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Stored guest valuables in safe and individual boxes for security.

Garde Manger Chef

Glen Sanders Mansion
03.2016 - 01.2018
  • Oversaw the consistency of various preparations within the cold kitchen to ensure quality product
  • Prepared all cold food according to recipes, guidelines and standard set by the Executive Chef
  • Visually inspected, selected and used only food items of the highest standard in the preparation of menu items.
  • Trained kitchen staff to perform various preparation tasks under pressure.
  • Maintained well-organized mise en place to keep work consistent.
  • Placed orders to restock items before supplies ran out.
  • Prevented cross-contamination from utensils, surfaces, and pans when cooking and plating meals for food allergy sufferers.
  • Prepared meals from scratch using authentic, popular recipes to generate repeat business.
  • Collaborated with staff members to create meals for large banquets.
  • Worked closely with front-of-house staff to facilitate excellent customer service.

Call Center Representative

WBA Research
05.2014 - 01.2016
  • Made outbound calls to conduct structured telephone surveys from scripted questionnaires
  • Entered and recorded participants’ responses into the computer system
  • Adhered to quality assurance standards and conducted calls in a professional and respectful manner.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Met customer call guidelines for service levels, handle time and productivity.

Front Desk Clerk / Overnight Auditor

Super 8
01.2012 - 04.2014
  • Conducted overnight audit: reconciled credit card payments on Elavon Portal
  • Assisted guests with the check-in/check-out process
  • Resolved customer issues and complaints
  • Assisted customers in all inquiries in connection with hotel services and reservations.
  • Collected room deposits, fees, and payments.
  • Used internal software to process reservations, check-ins and check-outs.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Monitored hotel's budget and financial records.

Education

A.A.S. in Hotel and Restaurant Management -

Schenectady County Community College
Schenectady, NY
05.2018

Skills

  • Call center experience using phones and computers
  • Work experience as a Front Desk Clerk at Hotels, Banquet Server and as a Security Officer
  • Speaks fluently: Nepalese, Newari, Hindi
  • TIPS Certified
  • High-Volume Call Centers
  • Inbound Sales
  • Product Knowledge
  • Call Decisioning
  • Inbound Call Management
  • Customer Relationship Building
  • Database Entry
  • Data Entry Skills
  • Persuasive Communication
  • Quality Control Procedures

References

Furnished upon request

Languages

Nepali
Professional Working
Newari
Limited Working

Timeline

Residential Inbound Sales Agent

Spectrum (Charter Co.)
01.2021 - Current

Call Center Representative

NY State of Health (Maximus)
07.2019 - 04.2020

Front Desk Manager

Days Inn
01.2018 - 06.2019

Garde Manger Chef

Glen Sanders Mansion
03.2016 - 01.2018

Call Center Representative

WBA Research
05.2014 - 01.2016

Front Desk Clerk / Overnight Auditor

Super 8
01.2012 - 04.2014

A.A.S. in Hotel and Restaurant Management -

Schenectady County Community College

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Louis Gershon